Customer Support Supervisor (Operational Delivery)
Core
Lead a new team supporting financial and operational activities for clinical trial projects, ensuring accurate management of customer enquiries, financial issues, and operational delivery.
Role type
Senior IC Customer Support Supervisor (Operational Delivery)
Builds
Financial and operational support services for clinical trial projects
Domain
Life Sciences / Clinical Trials / Financial Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
People leadership, operational delivery management, financial analysis, issue resolution, stakeholder management, data analysis, KPI monitoring, process improvement
Preferred skills
Financial operations experience, ERP systems familiarity, operational transition support, clinical trials domain knowledge
Technologies
Microsoft Excel, Office, SAP, Oracle
Responsibilities
Lead, coach, and develop a Customer Support team; Own day-to-day operational delivery including workload and quality; Coach team members on resolving complex enquiries and financial discrepancies; Oversee project-related financial activities and budget tracking; Use data to identify trends, risks, and root causes; Monitor service KPIs and drive performance actions; Partner with cross-functional teams to resolve issues; Lead process improvements and corrective actions.
Seniority
Senior, hands-on IC